Managers at leading companies recognize that the key to competitive success is to meet the real needs of customers better than the competition. These companies have adopted well‐crafted strategies that have driven a revolution of restructuring and reengineering. The objective of these...

Purpose – To examine the nature and extent of commitment to supply chain collaboration. Also, to explore the state of supply chain governance structures. Design/methodology/approach – A multi‐method survey and in‐depth interview methodology was employed to gather data. Content analysis...

Discusses how many competitive initiatives have been implemented in the quest for competitive advantage; however, these initiatives have frequently failed to yield the sought after improvements in firm competitiveness. Part of the implementation problem is that strategic initiatives often lack...

Focuses on a group of unsatisfied carpet owners. Examines the roles of the carpet warranty and the post‐purchase service received during the complaint process in terms of their effects on customers′ satisfaction with complaint resolution. Presents some suggestions for customer service...

Purpose – The logistics and supply chain management discipline has evolved dramatically over the past generation. The rapid pace of change has challenged education providers – e.g., universities, professional associations, and publications – to remain relevant to various stakeholders....

Purpose – The purpose of this paper is to address how companies mitigate existing forces to achieve the collaboration enabled supply chain (SC). Design/methodology/approach – Seven key theories were used to provide insight into the theoretical framework for the creation of the...

Purpose – Trust is a vital ingredient in modern supply chain (SC) alliances. Yet, most measures of trust are rather simplistic. This paper aims to review the trust literature to identify the different facets of SC trust. A multi‐faceted measure of trust is then developed and used to...

Purpose – A review of relief‐and‐recovery glitches related to natural disasters revealed four main issues that hinder the effectiveness of relief efforts. A common theme across these issues is a need for a more holistic systems design to provide better coordination within humanitarian aid...

Purpose: Despite over 30 years of focus on supply chain collaboration, companies continue to struggle to achieve collaborative advantage. To better understand why some companies are able to collaborate for competitive advantage and others can't, the authors explore how managerial commitment...

Purpose: The purpose of this paper is to evaluate how service perceptions influence customer views of the authenticity of corporate sustainability claims. The goal of this paper is to help supply chain decision-makers better understand boundary conditions in order to design more enduring and...